CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? While listening to Vanilla Ice, of course).

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

ShepHyken

JULY 27, 2022

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. Some companies conduct exit interviews for employees who have chosen to move on.

Culture 67

Culture Employee Experience Customer Service Training Training 67

ClearAction

FEBRUARY 13, 2023

It is a lost art that customer experience managers need to thrive. Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact.

Sports 71

Sports Customer Experience Handbook Case Study 71

Horizon CX

SEPTEMBER 10, 2020

During this process, they will recognize the need to direct the fundamental characteristics of a CX program: Experience management for customers (clients, patients, constituents, etc.) and employees is a cultural commitment. The Customer’s experience begins as a part of the employees’ experience.

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

PeopleMetrics

MARCH 2, 2015

You’re going to have to face them sooner or later if you’re trying to build a customer-centric culture. Before you bang your head on your mahogany desk, maybe you should ask yourself another question: Why should your employees care? But employees are part of the collective “we” that makes up your company.

Employee Engagement 48

Employee Engagement Culture Engagement Customer Centricity 48

ShepHyken

DECEMBER 18, 2019

The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Of course, you should share the best of the best. Don’t forget that customer experience starts with employee experience. Take care of employees, and they will take care of your customers.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122

Experience Investigators by 360Connext

JULY 24, 2019

They saw a need and they built an entire business model around fulfilling that need for customers: Warby Parker sold eyeglasses that corrected vision just like the ones your eye doctor has. Uber of course completely disrupted the taxi industry by offering the same thing – rides for passengers – in a totally different way.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

CX Journey

AUGUST 1, 2014

What is a customer journey map? In simplest terms, it''s a way to walk in your customer''s shoes and to chart his course as he interacts with your organization (channels, departments, touchpoints, products, etc.) But it is the backbone of your customer experience management efforts. military quote.

Customer Journeys 155

Customer Journeys Training Tools Touchpoint 155

CX Journey

APRIL 5, 2017

Thou shalt put employees more first. The link between the employee experience and customer experience is real. Yes, you're in business to create and nurture customers. When that happens, the customer wins. It will briefly describe the experience you plan to deliver. And then you do, too.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Beyond Philosophy

FEBRUARY 24, 2016

Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. Inc.com has an excellent article by Shawn Murphy listing 10 common mistakes that you should avoid when building your culture. They ask how they can change the culture. ” Of course the answer is yes.

Net Promoter Score 60

Net Promoter Score Management Effort Score Culture 60

ProProfs Chat

MARCH 1, 2019

The classic example of customer-centric behavior is Jeff Bezos representing the customer in his e-staff meetings using an empty chair as the symbol. To be customer-centric, businesses must make a culture shift, a mindset shift, and a behavioral shift. They should decide to do things with the customer in mind always.

Customer Experience 98

Customer Experience Customer Journeys Customer Centricity e-support 98

VDS

MAY 6, 2020

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well-positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? While listening to Vanilla Ice, of course).

Strategy 52

Strategy Customer Experience Contact Center Return on Investment 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. Of course, modern work requires us all to act differently than we would in our everyday lives. In short – aliases can be fantastic to inspire engaged employees to achieve better.

Contact Center 101

Contact Center Entertainment eBook Culture 101

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. These changes have improved the employee experience in dramatic ways, too!

Case Study 152

Case Study Airlines Conference Wait Times 152

ProProfs Chat

MARCH 1, 2019

The classic example of customer-centric behavior is Jeff Bezos representing the customer in his e-staff meetings using an empty chair as the symbol. To be customer-centric, businesses must make a culture shift, a mindset shift, and a behavioral shift. They should decide to do things with the customer in mind always.

Customer Service 40

Customer Service Customer Journeys Customer Centricity e-support 40

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Bliss

SEPTEMBER 14, 2017

This is experience + data + conversations. Those areas will get more exposed at 100,000 customers. Third up: tie this to employee experience. This involves customer survey results, training, and interactions between leadership and employees. This helps with silos too, of course.

Communication 152

Communication Customer Experience Customer Journeys Government 152

Natalie Petouhof

AUGUST 15, 2022

As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. Growth is optional.”

Leadership 52

Leadership Software Chatbots Banking 52

Customers Rock!

MAY 5, 2011

You also need marketing that connects with your current customers. In fact, you need to consider the entire customer experience , and support it with a customer-centric culture , one that promotes an equally exceptional employee experience. And, of course, you do need outstanding customer service.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Beyond Philosophy

SEPTEMBER 17, 2015

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. I talk a lot about Customer-centricity of organizations.

Customer Centricity 60

Customer Centricity Retail Consulting Leadership 60

Michel Falcon Experience

JULY 17, 2015

The most customer-focused entrepreneurs in the world know how to think long-term. When I work with an entrepreneur who aspires to improve his or her company’s customer experience I NEVER start by focusing on the customer. I always audit the employee experience first.

Industry 60

Industry eBook Employee Experience System 60

Qualtrics

JULY 3, 2019

After college, I worked as a structural engineer at an airline and the job was very customer-focused. During my work in Aerospace Engineering, I took some online programming courses. I enjoyed the courses, so decided to enroll in the Master’s CS program at Georgia Tech.

Software 36

Software Airlines Course Leadership 36